Job Description
Service Delivery Manager - Personnel Systems Sustainment
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Australian Enterprise Resource Planning specialist and business systems consultancy
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More than 25 years' experience delivering successful outcomes for customers
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Oracle Gold Partner and recognised expert provider of PeopleSoft strategy, implementation and management services
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Active member of SAP's Partner program
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Customer centric organisation that puts people first, values specialist skills, and is known for delivering complex projects others can't
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About the Role
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Are you a strategic service delivery leader with a passion for driving performance, governance, and continuous improvement in complex, high-stakes environments?
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Your role:
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As the primary interface between the Commonwealth client and ImpSoft's delivery team, you'll provide trusted strategic and operational leadership across all sustainment activities — ensuring services are delivered to the highest standard, in line with contractual obligations, agreed service levels, and governance requirements.
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The opportunity:
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Shape service delivery outcomes for a major Defence-aligned program, while building strong relationships across government and industry.
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What You'll Do
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Lead and coordinate a multi-disciplinary team of 45+ staff, fostering a culture of accountability, collaboration and customer focus
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Lead, plan and monitor the end-to-end delivery of sustainment and support services for a PeopleSoft-based HR/Payroll system, ensuring alignment with SLAs, KPIs and contractual commitments
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Act as the principal ImpSoft representative,



building trusted relationships with Commonwealth stakeholders, technical SMEs and third-party vendors
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Provide strategic and operational advice on complex business, technical and service delivery matters
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Lead governance and assurance activities, representing ImpSoft in reviews, audits and governance forums
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Drive continuous improvement, risk management, and root cause analysis to enhance service quality and resilience
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Monitor service performance, resourcing and costs to support value-for-money outcomes and effective contract management
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Prepare and deliver reporting, briefings and insights to support executive and governance decision-making
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About You
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You're a natural leader with a track record of managing service delivery in complex, governed environments — ideally within Government, Defence, or large enterprise contracts.
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You bring:
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Proven experience in a Service Delivery Manager, IT Service Management, or similar leadership role, ideally within a Commonwealth Government or Defence contract environment
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Strong understanding of ITIL / service management frameworks, governance processes and contract/SLA management
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Excellent stakeholder engagement and relationship management skills, with the ability to influence at senior and executive levels
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Demonstrated experience leading multi-disciplinary teams and managing
supplier/subcontractor
performance
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Strong analytical and problem-solving skills, with the ability to translate complex issues into transparent, actionable recommendations
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Experience in risk and issue management, continuous improvement, and performance reporting
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Excellent written and verbal communication skills, including experience preparing executive-level reports and briefings
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Exposure to PeopleSoft, SAP SuccessFactors or other HR/Payroll ERP systems is highly desirable
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Essential requirement:
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Due to the nature of this role, candidates must be Australian citizens and able to obtain and maintain an Australian Government security clearance (NV1 or above).
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Why Join Us
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Play a pivotal leadership role on a high-profile Commonwealth contract supporting Defence objectives
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Join a specialist HR/Payroll consultancy with 25+ years' experience and a reputation for delivering complex projects others can't
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Work within a collaborative, high-performing team culture that values accountability, innovation and continuous improvement
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Permanent or contract position, reflecting ImpSoft's commitment to attracting and retaining top specialist talent
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Based in Canberra, with the stability and purpose of long-term government contract work
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Genuine opportunity to influence strategic outcomes and shape the future of service delivery for a major sustainment program
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Only shortlisted candidates will be contacted.
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📌 Service Delivery Manager - Personnel Systems Sustainment (Canberra)
🏢 Implementation Soft
📍 Canberra